Community Manager

JLL; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

JLL is seeking a Community Manager for the Front Office in Bengaluru. The role directs and administers operational efforts to provide a full range of services to visitors and employees, ensuring professional, timely experiences.

You will lead and coach staff, greet VIPs, manage self-check-in, and handle escalations with strong communication and customer service. Flexibility and teamwork are essential for success.

Qualifications

• Qualification: Prefer BHM/Bachelor’s Degree.
• Industry Type: FM Services, Hotel.
• Overall Experience: 4-6 years.
• Industry Experience: 4-5 years.
• Technical Skills: Computer knowledge.
• Generic Skills: Verbal/written communication, Vendor/people management, planning, prioritize/organize.

Responsibilities

• Manage the Front Office in a professional manner, directing and coaching staff to ensure pleasant experience for visitors.
• Greet VIP clients/visitors on arrival and assist with VIP arrivals.
• Assist clients/visitors in self-check-in.
• Assist visitors with disabilities and special needs and arrange access.
• Coordinate with night shift to ensure badges are ready for arrival.
• Handle complaints/feedback and escalate per matrix.
• Ensure updated welcome presentation and working equipment in Front Office.
• Check cleanliness of lobby and public areas and proper grooming of staff.
• Provide professional handling of calls and maintain courtesy in communications.
• Train Front Office/CX staff as per training calendars and oversee rosters.
• Govern Front Office performance per defined roles and responsibilities.
• Conduct Bay Connects/Focus Connects/Safety Champion connects as scheduled.

Skills

Verbal/written communication

Vendor management

People management

Planning

Prioritization

Teamwork

Customer service

Attention to detail

Flexibility

MS Office

Education

Prefer BHM/Bachelor’s Degree

Tools

Visitor management software

MS Office

Job description

What’s your ambition? Is it a big goal or small steps? Professional or personal? We’d like to know because at JLL, we make your ambitions our business.
And if you have ambitions in Workplace Experience, join us to be inspired by the best.
Job profile:

• Qualification : Prefer BHM/Bachelor’s Degree
• Industry Type : FM Services, Hotel
• Overall Experience : 4-6 years
• Industry Experience : 4-5 years
• Technical Skills : Computer knowledge
• Generic Skills : Verbal/written communication skills, Vendor/people management, planning, ability to prioritize / organize
• Behaviors : Teamwork, learning attitude, handle multiple tasks & positive thinking
  

Job Aim:
The Community Manager is responsible for directing and administering the operational efforts of the Front office. This individual ensures that established policies and procedures are followed, oversees provision of a full range of services to visitors and employees, who are promptly and professionally served.
Competencies

• Excellent communication skills.
• Strong customer service drive.
• Pro - active problem-solving skills.
• Exceeding customer satisfaction.
• Excellent time management/ Able to work flexible hours.
• Quick learner and ability to motivate self & others.
• Proven working experience as a Community Manager / FM industry.
• Confidently able to present to clients.
• Hands-on experience in using visitor management software and MS office.
• Strong team player within a customer service team environment.
• Providing flawless, upscale, professional service
• Adaptable, composed, flexible with strong Mental Resilience
  

Responsibilities
Key Operations delivery

• Manage the Front Office in most professional manner, directing and coaching staff to ensure pleasant experience to all visitors.
• Greet VIP clients/visitors on arrival at front office and as directed, perform special services for VIP Guests/client. Provide safety briefing and assist in VIP’s arrival/departure in absence of guest relation officers.
• Assist clients/visitors in self-check-in.
• Assisting with special needs of visitors with disabilities.
• Having prior information of arriving clients/visitors and ensure all necessary arrangements at Site are done as per requirement.
• Co-ordinate with night shift front office executive to ensure details of large parties are received and badges are ready for allocation on arrival.
• Handling complaints/feedbacks from client/visitors/sponsors and other related problems and communicate to next level as per escalation matrix.
• Ensure updated welcome presentation is displayed for the client visits and all the equipment are in working condition.
• Ensure all relevant communication is updated and always displayed, at the Front office, as per the guidelines issued by

from time to time.

• Check cleanliness of lobby, lifts and public areas, lights and as well as front office staff in proper grooming and behavior.
• Ensure all equipment and hardware at the Front Office is working and there is zero downtime. Escalate as necessary for rectification.
• Provide assistance in general administrative activities as required.
• Ensure FO handles all incoming and outgoing calls in professional & polite manner.
• Behaviors : Teamwork, learning attitude, handle multiple tasks & positive thinking
• Ensure specific processes/manual is followed.
• Manage/track amount collected for temporary badges.
• Ensure compliance of regulations/requirements of JLL management.
• Participate in Emergency Evacuation procedures including crisis management and business continuity.
• Develop the necessary policies and procedures required for all functions within the scope of Front Office.
• Responsible for ensuring availability of safety and directory signage.
• Behaviors : Teamwork, learning attitude, handle multiple tasks & positive thinking
• Ensure training of front office /CX staff as per relevant training calendars.
• Manage Front Office Executive and Experience Ambassador rosters and ensure complete handing/taking over.
• Govern overall performance of Front office executive & Experience Ambassador as per defined roles & responsibilities.
• Conducting Bay Connects/ Focus Connects/Safety Champion connect as per the schedule.
• Connecting with the Leadership and Senior Managers to understand any concerns proactively and to build rapport.
• Conducting monthly Food Committee Meetings (FCM) and closing the issues raised in a timely manner.
• Analyzing results/outcomes of monthly connects and updating the leads.
• Following up on the open points raised during any connects till closure.
• Conducting the POY surveys on regular basis and analyzing the results to understand the root cause and enable implement corrective and preventive actions areas.
• Communicating the plan of action /closure to the projects/teams in respect of observations from Bay Connects, Focus Connects, Safety Champion connects, FCMs and Senior Management Connects.
• Documentation and escalation of COVID protocol violations as per the guidelines.
  

What You Can Expect From Us
You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.